Hi there,
I'd like to propose a feature enhancement regarding ticket sharing and access permissions.
Currently, when a ticket is shared—whether via CC or via ticket sharing option —the recipient does not automatically gain access to the ticket unless explicitly granted by an agent that can access the ticket in the agent view. This can be limiting, especially for users who are CC’d but cannot view the ticket content, making the CC functionality less useful for both agents and requesters.
Feature Request:
Can we introduce a mechanism where, regardless of how a ticket is shared, the system automatically grants access to the ticket in alignment with the user's existing permissions?
For example:
- If a user is CC’d on a ticket, they should be able to view the ticket based on their role and permission level. If they are Requester only they should see the ticket in the support portal view.
- In the agent view, even if the agent is not the owner or primary assignee, they should be able to access the ticket with visibility limited to what their role allows (e.g., public notes only). Or alternatively redirect the agent to the support portal view.
This would greatly improve collaboration and transparency, while still respecting permission boundaries.
Thanks for considering this!
